Senior AI Solutions Architect - Enterprise DX Leader

Genesys Cloud Services, Inc.

Jackson (MS)

Remote

USD 111,000 - 194,000

Full time

6 days ago

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Benefits offered by this job

Medical, Dental, Vision Insurance

Telehealth

Flexible work schedules

Open time off

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys is seeking a Lead AI Solutions Architect in North America to design end-to-end AI-powered digital customer experiences across Genesys Cloud channels, integrate with enterprise systems, and lead technical engagements. You will define scalable, secure architectures, mentor teams, and contribute to presales and reference architectures.

Strong practical AI governance and cross‑functional leadership are essential to succeed.

Qualifications

7+ years of experience in solution architecture, technical consulting, enterprise software delivery, or CX platforms.
Hands-on familiarity with Genesys Cloud or comparable CCaaS/CPaaS platforms, particularly digital channels, routing, Architect, and developer APIs.
Demonstrated experience designing and implementing digital customer experiences across technologies such as Web Messaging, SMS, Email, digital routing, or comparable messaging channels.
Proven experience designing and deploying AI-powered solutions such as digital virtual agents, conversational AI, LLM-based copilots, knowledge management systems, digital bot experiences, or workflow automation.
Strong understanding of enterprise integration technologies including REST APIs, JSON, authentication and identity protocols, SDKs, and cloud-based integration patterns.
Solid understanding of cloud architecture patterns across AWS, Azure, or GCP.
Experience leading architecture and technical design sessions, producing technical documentation, and presenting recommendations to senior technical and non-technical stakeholders.
Ability to independently troubleshoot complex technical challenges and work across Product, Engineering, Care, project teams, and customer technical organizations to drive resolution.
Strong communication and customer-facing skills with the ability to translate complex technical concepts for business audiences and business requirements into technical designs.
Ability to operate effectively in a global, matrixed Professional Services environment while managing scope, quality, customer relationships, and multiple priorities.
Familiarity with responsible AI principles, data governance, and security-by-design practices in enterprise environments.
Genesys Cloud certifications and experience with capabilities such as Work Automation, Knowledge Fabric, Agent Copilot, Virtual Agents, GPE, GPR, Salesforce, ServiceNow, Microsoft Dynamics, or SharePoint are a plus.

Responsibilities

Define end-to-end AI-powered digital solution architectures for customer programs.
Design solutions across Genesys Cloud digital channels, including Web Messaging, SMS, Email, digital routing, and related capabilities.
Design integrations between Genesys Cloud, AI services, enterprise applications, data platforms, and third‑party technologies.
Establish architectural standards for scalability, resilience, security, and maintainability.
Review and provide technical guidance on solution designs produced by project teams.
Lead architecture workshops, discovery sessions, and technical design discussions with customers.
Provide governance throughout delivery to ensure alignment with approved architecture, project scope, and customer requirements.
Design AI use cases including digital virtual agents, digital bot flows, agent copilots, knowledge systems, workflow automation, and other AI‑enabled digital experiences.
Design customer journeys that integrate AI capabilities with Genesys Cloud digital channels and routing.
Define data requirements, integration patterns, and AI governance considerations.
Ensure responsible AI practices are incorporated into solution designs.
Evaluate emerging Genesys Cloud Digital and AI capabilities and determine how they can be applied to customer use cases.
Advise customer technical stakeholders on architecture decisions and trade‑offs.
Translate customer business requirements and digital use cases into practical technical solutions.
Present technical recommendations to enterprise architects, IT leaders, platform owners, and business stakeholders.
Build trusted‑advisor relationships with customer technical teams.
Identify technical risks, dependencies, and scope concerns early and communicate them clearly to project leadership.
Contribute reusable assets, reference architectures, implementation patterns, and best practices.
Mentor consultants and senior consultants.
Support presales activities for complex Digital and AI opportunities.
Contribute to internal enablement and knowledge sharing as Genesys Cloud Digital and AI capabilities continue to evolve.